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Mihika Sawant - Re

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					                                          Mihika Sawant
        A-2 Apurva Apt, Ranchhoddas Road, Opp. Railway crossing, Dahisar (west), Mumbai-400068
                          Phone: 9820233783; Email: sawantmihika@gmail.com

Objective:
To seek a challenging position as EMS Consultant in Infrastructure Management Services, to effectively
utilize my strong technical, analytical and logical skills.

Experience Summary:
Four years and Ten months of experience in following area
    IT Professional with expertise in Enterprise Management Project executions
        Enhanced proficiency in implementing ITSM tools, Monitoring and Fault Management tools like
         IBM Tivoli Monitoring, Netcool Probes, CA ServiceDesk, CA Unicenter NSM
        Involved in understanding the Client requirements, planning/designing the architecture,
         Mapping the processes (Request, Incident and Change) as per the ITIL Standards and setting up
         of test and production environment
        Provided Knowledge transfer to Business user by providing demonstrations, user trainings and
         project documentations
        Preparing Process handbooks for End-to-End Implementation Projects and Offshore Support
         Engagements
        Have excellent written and verbal communication and presentation skills
        Have exposure to work with customers from different countries

Key Skills
        Server & Networking Monitoring tools: IBM Tivoli Monitoring v6.2, IBM Netcool Probes
         (HPOM/SCOM/EIF/Ping), CA Unicenter NSM Suite 3.1 & R11.2,
        Service Management: CA ServiceDesk 6.0 &R11, BMC Remedy AR System 7.0, BMC ITSM 7.0
        OS: Sun Solaris 10, RedHat Linux 5, Windows XP/2000/2003 server
        Languages: VBScript, JavaScript, Shell
        Database: MS SQL Server 2000/2005

Educational Qualification:
        Master in Computer Application (MCA) with First Class from Mumbai University
        Bachelor in Science (Information Technology) with First Class from Mumbai University
Professional Certification
     ITIL V3 Foundation
        Microsoft Certified Professional (MCP)-(70-315) “Developing Web Applications using C# and
         ASP.Net”

Work Experience:
>> Capgemini India Pvt. Ltd. – Consultant (Nov 2010 to Till Date) :
Client:         UK Geography Clients (DHL, Aviva Group, Aviva Investors, BAA, HoF, Lloyds
Register)
Project:        Enterprise Management Tools and Automation
Role:           Automation Consultant



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Responsibilities:
    To provide 24x7 ITM/ Unicenter support to various clients of Capgemini UK Plc
    Handling Events and Alerting through ITM and CA Unicenter
    Onsite-Offshore Co-ordination
    Installing and Configuring ITM/CA Agents for Solaris, Windows, AIX, HP UX systems
    Troubleshooting agent related issues
    Involved in Planning, Designing, Migration activities of CA Unicenter to IBM Tivoli Monitoring
    Provide Post Migration Support for ITM/ Netcool Probes like HPOM,SCOM, EIF, Ping probes
    Maintain SLA’s
    Provide automation to reduce downtime by using event management
    Deployment of Unicenter components from remote console
    Attend Priority-1 call, meetings with SDM
    Liaise with other teams such as Linux/Unix, Windows, Database, etc to resolve issues within
       defined SLA
    Handling mail queries and escalations from client
>> Larsen & Toubro Infotech Ltd. - Systems Engineer (June 2007 to Nov 2010 )

Responsibilities:
    Implementation and Customization of CA Unicenter NSM Suite of products for real-time alerts
       and service level reports for systems, applications, database and network
    Co-ordination with system/ database/ network administration teams to find out RCA
    Documenting the SOPs and reference documents to be followed in routine administrative
       activities and in case of critical events
    Design the processes (Incident/Change/Problem/Release) to be implemented for GNOC Service
       Management.
    Preparing Compliance, Differentiator, Evaluation documents w.r.t. Service Management tool
       for various vendors
    Gather requirements from the Business users and help the Production team to configure ITSM
       Tool as per the environment
    Maintaining process integrity and delivering continuous process improvement
    Performing investigation, diagnosis, resolution, and escalation for ITSM service and restoration
       requests.
    Monitoring Key Performance Indicators (KPIs) and delivers management reports on the health of
       the Incident Management process
    Perform UAT (User Acceptance Testing) for new deployments and changes
    Reviewing and maintaining several training materials as well as work instructions to adhere the
       IM process
    Providing approval for change requests to the IM process
    Approve minor changes
    Coordinate Change Advisory Board (CAB) meetings and Emergency Changes
    Gap Analysis and providing suggestions to improve the processes, by defining CSF’s and KPI’s


Achievements and Awards:
      Received Project Star Award for Implementing CA NSM Suite of Products for Audible Project
      Key role in architecting of the “Global Network Operations Center” for L&T InfoTech
      Received appreciation from client (US Based) on successfully conducting working session of CA
       ServiceDesk/ CA NSM

Trainings:
      IBM Tivoli Monitoring v6.2.2 training conducted by IBM at Mumbai, India.




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